Frequently Asked Questions - Before You Travel
How can I book a holiday with you?
Booking a holiday is an exciting time, but we appreciate this can also be a stressful experience. To ensure your holiday booking experience is as stress-free as possible, you can book everything you need for your holiday on our website, or, if you prefer, you can speak to one of our Customer Relation Advisors over the phone who will be happy to help. We also have a webchat facility available to help with any questions you may have. When booking a holiday with Holiday Best the lead passenger must be a minimum of 18 years old at the time of booking and must be in the travelling party. The lead passenger will be responsible for all passengers in their booking and all payments that are due.
1.1 All bookings require either full payment or minimum deposit per person, once this is paid you will receive an email confirmation with a booking reference number.
1.2 All bookings must be paid in full before your departure date.
How do I upgrade or add extras to my holiday?
If you wish to make changes or upgrades or add extras to your booking, please contact us as soon as possible. Upgrades and extras can be added to your holiday package up until the day before you travel (subject to availability). This can be done via the website on the “manage my booking” option or if you prefer you can speak to one of our Customer Relation Advisors over the phone who will be happy to help. We will do our best to accommodate your request, but we cannot guarantee availability. Additional fees may apply.
How old do I need to be to book a holiday?
The lead passenger must be a minimum of 18 years old at the time of booking. The lead passenger must be in the travelling party and will be responsible for all passengers on the booking and all payments that are due.
How do I know my booking has been confirmed?
You will receive email confirmation within 24 hours with your booking reference number.
Will I need to pay a holding deposit at the hotel?
This will depend on the hotel; each hotel has their own set of terms and conditions. The hotel information is available on the website.
How much do you charge for infant(s) and babies?
This will depend on the airline but the price for infants and babies will be included in the overall package.
Do you need middle names on the booking information?
No, however, your first name and surname must match your passport.
Which airline am I flying with?
Your flight details, including your airline, will be detailed within your booking confirmation.
Which airlines do you use?
We do not currently have our own airline. All our package holidays include a suitable flight, which is confirmed at the time of booking and in your booking confirmation. Our packages currently use a multitude of airline providers dependent on availability.
Can I book an airport hotel with you?
Yes, you can do this during your booking or as an extra by contacting our Customer Relations Team.
Can I book airport parking with you?
No, we do not currently offer airport parking booking, this will be added to our list optional extras soon. Please keep an eye on our website and social media pages for updates.
How can I make a change to my booking?
You can make changes or amendments to your booking in the “manage my booking” option on the website, by the live chat facility or over the phone with one of Customer Relations Advisors.
Will I have to pay any additional fees for making changes to my booking?
Some additional fees may apply for making changes to your booking, these are outlined in our booking terms and conditions.
Will I have to pay any fees to cancel my holiday?
Yes, please see our booking terms and conditions for our cancellations policy and details on fees.
How much would it cost to change a name on my booking?
£25 for minor changes, such as spelling mistakes, please contact our Customer Relations Team to discuss a change of passenger.
How late can I make changes to my bookings?
Until the day before travel, extra costs will apply and some requests will be subject to availability. Please contact our Customer Relation Team for full details.
How much is the deposit I need to pay when I book my holiday?
Upon booking your holiday, you must either pay in full or a deposit option may be available according to the chosen destination and package booked. This may also vary depending on the time before your departure date, please see our booking terms and conditions for full details. The deposit required will be confirmed at the time of booking.
How can I pay?
Debit Card, Credit Card, and Direct Debit.
Can I delay the date my balance is due?
Please contact our Customer Relations Team as soon as possible to discuss this further. This will need to be agreed by our payments and accounts team who will individually assess your request and provide you with an answer.
What's included in the holiday price?
Outbound and return flight, hotel accommodation and coach transfers are included as standard. Optional extras such as private transfers, car hire, excursions, prebooked seats, or luggage can be added.
Why has the price of my holiday gone down since I booked?
We operate via a live market and prices may change based on several factors including time of booking, availability, world events and promotional offers. Once you confirm your booking the price is set and will not change. On most occasions the price of your holiday will go up after your booking but in some instances the price will go down. If you require more information, please contact our Customer Relations Team.
When do I need to pay the full balance of my holiday?
In most cases full payment is required at the time of booking. If a deposit option is applicable to your booking, 50% of the total booking cost must be paid by 10 weeks before the departure date. The full balance is then due 5 weeks before travel.
Do you sell gift vouchers?
No, we do not currently sell gift cards or vouchers. We will look to introduce these in future please keep an eye on our website and social media for updates.
Can I request a cot at the hotel for my baby?
Yes, special requests can be added after the booking has been made with our Customer Relations Team. Please contact us by live chat, phone or email to add your requests.
What things can I pre-book for children?
A cot in hotel room and in-flight catering can be pre-booked for children.
What ages do child fares apply to?
This will depend on the hotel and the age of the child. Full details can be found on our website.
What facilities will be available for my baby on holiday?
This will depend on the hotel and the age of the child. Full details can be found on the website.
Do I need to check in for my flight?
This depends on the airline you are flying with. If you are required to check in online, we will contact you a minimum of 24 hours prior to your departure and provide you with the required details to check in on the airline website.
How do I receive my flight documents?
We will provide you with all the information you require for your flight along with your travel documents. These will be available to view and upload from our “manage my booking” facility.
Do you send a Hotel Voucher?
Yes, this can be viewed and uploaded from our “manage my booking” facility.
How do I know if I need a visa?
Please check the government website (GOV.UK) to ensure you have all documents required to travel.
Do I need a passport?
Yes, please check the government website (GOV.UK) to ensure your passport is valid for travel.
Do I need travel insurance?
Yes, as per our terms and conditions you will be required to have travel insurance.
Can I use my European Health Insurance Card abroad?
The EHIC card has been phased out following Brexit. Your EHIC card can still be used until it’s expiry, however, this is not acceptable in all EU Countries. The GHIC card will cover medical care in EU Countries and Switzerland.
How long will my passport need to be valid for when I travel?
Please check the government website (GOV.UK) to ensure your passport is valid for travel.
What countries do I need vaccinations for?
Please follow the government travel guidelines.
Can I travel if I have not had the covid vaccination?
Please follow the government travel guidelines.
I’m pregnant, can I still go on holiday?
You should discuss any health issues or pregnancy complications with your midwife or doctor before you book your holiday. After week 27 of pregnancy, we may ask for a letter from your doctor or midwife confirming your due date, and that you are not at risk of complications. This is subject to the specific airline requirements.
Please contact our Customer Relations Team if you will be 26 weeks+ pregnant on your outbound or inbound flight and need more information.
How do I know what hotels have disability access and what facilities they offer?
This information will be listed on the hotel website. Please contact our Customer Relations Team who will be able to assist you and provide more information.
How do I inform the hotel and airline I require extra assistance?
Please ensure you inform us of this at the time of booking and all relevant teams and departments will be notified of your requirements.
I have special needs or learning difficulties, what help can you offer me?
Please contact our Customer Relations Team who will be able to assist you with any specific requirements.
My disability isn’t visible how can I make you aware?
Please contact our Customer Relations Team who will be able to assist you.
Are guide dogs allowed?
This will depend on the country, most destinations, airlines and resorts will accept guide dogs and service animals. Please contact our Customer Relations Team who will be able to assist you and confirm.
I have a serious lifelong/long term illness, can I book with you?
Yes, please contact our Customer Relations Team who will be able to assist you.
I am pregnant, do I need any additional documents?
This is dependent on your airline. Most airlines will require a “Fit to Fly” letter from your doctor confirming your due date, and that you are not at risk of complications if you are over 27 weeks pregnant. Most airlines do not allow travel after 36 weeks for a single pregnancy and after 32 weeks for multiple pregnancies.
Please contact our Customer Relations Team if you will be 26 weeks+ pregnant on your outbound or inbound flight, they can confirm our full requirements.
Frequently Asked Questions - At My Destination
My luggage has been lost?
Although this situation is rare, we appreciate this can be very stressful and can cause a lot of problems. The most important thing to remember is not to leave the baggage claim area (also called “baggage hall”) without reporting your luggage as lost. Find your airline representative, the Baggage Service Desk or the Lost & Found Office. These are normally located in the baggage claim area. The Baggage Service Representative/Airline Representative will provide you with a copy of the Property Irregularity Report (PIR) with a personal reference number and inform you of the next steps (Make sure you KEEP THIS SAFE). Be aware that if you claim on your own personal travel insurance, the insurer will usually need the PIR reference number as well as other details in order to process a claim.
Delayed or lost baggage should be reported immediately after your flight. You will be asked to show your passport, baggage tag and boarding pass. A baggage tag is a small sticker with a barcode that is issued along with your boarding pass when checking in your bag and can be used to trace your luggage’s journey. You will also be asked to describe your luggage. Don’t be put off if all you have is your passport and boarding pass, you will still need to register the loss anyway.
Once the airline has located your baggage, they will let you know. Normally, you will have to wait between 12 – 24 hours until your airline contacts you to arrange delivery of the missing bag(s). There are several factors which can impact how fast or slow your airline handles lost baggage claims and the logistics involved in getting the bag to you. Therefore, a set time frame cannot usually be provided.
If, after 21 days, your airline has failed to recover your bag, it is officially classed as lost and you can then make a claim for the bag and its contents. To make a claim you will need your boarding pass, baggage tags and the PIR reference number. You can also claim for any other expenses incurred, considered as reasonable, so long as you have receipts as proof. The maximum amount that can be claimed is governed by international law under what is called the Montreal Convention so check with your airline. The airline should refund you in cash to your bank and NOT as a credit voucher.
My luggage has been damaged?
The same as if your luggage is lost, don’t leave the baggage claim area without reporting the damage. Try to find a Baggage Service Desk or an Airline Representative. There you can file a damage report for your suitcase / backpack / bag. You will need to show the damaged bag along with your passport and boarding pass. Also take pictures of the damage if you can as you may need these later if you have to make an insurance claim. Fill in the damage report and you will be told what to do next. The most likely outcome is that the airline will repair your bag free of charge or, if your bag is irreparable, the airline will replace it. If you discover the damage after leaving the airport, you can send a claim to the airline’s customer service within a few of days arrival (however be aware that every airline has its own rules in this case). In any instance, report the damage as soon as possible and provide photographic evidence if you can.
Will a Holiday Rep meet me at the airport?
Yes, if you are travelling to one of our destinations where we have Holiday Reps, there will be a meet and greet service for you at the airport. In destinations where we don’t currently have Holiday Reps, instructions on how to locate your transfer will be included in your documentation.
What if I miss my transfer or it does not show up?
Your transfers are scheduled in accordance with your flight arrival/departure. If your flight is delayed, please be assured that your transfer will be rescheduled accordingly. If due to unforeseen circumstances, your transfer does not arrive please speak our meet and greet team at the airport or contact your holiday rep. They will have the most up to date information.
Are car seats provided on transfers?
Yes, if you have booked a private transfer a child’s car seat will be included in the booking. However, car seats are not a legal requirement for overseas coach transfers and therefore, they are not provided as a standard on group transfers. Most airlines allow for the checking in of a car seat with your hold luggage, at no extra charge. This does not contribute to your baggage allowance.
Please contact our Customer Relations Team if you wish to request a car seat to be provided on your transfers, please be aware that whilst we can request this, the provision is not guaranteed.
Do coach transfers have disability access?
Yes, however these may not be suitable for all accessibility needs. Please contact our Customer Relations Team to discuss your specific needs.
Does my baby get a separate seat on the resort transfer?
No, infants (under 2) do not have their own seat on the transfer. However, this can be requested with our Customer Relations Team via webchat, email or phone.
How will I find my transfer when I arrive at the airport?
If you are travelling to one of our destinations where we have Holiday Reps, there will be a meet and greet service for you at the airport and they will guide you to your transfers. In destinations where we don’t currently have reps, instructions on how to locate your transfer will be included in your documentation.
Where do I collect my hire car?
Our airport Meet and Greet Reps will guide you to the car hire desks. In destinations where we do not have airport Meet and Greet Reps, information will be provided in your travel documents.
What documents do I need to collect my hire car?
Passport, driving licence and booking documents and reference number. Any further requirements will be detailed in your car hire pre-travel documents.
Where will the transfer collect us for the return journey?
Our hotel and Holiday Reps will provide guidance on where to meet your return transfer.
Will a Holiday Rep be available at the hotel?
Yes, Holiday Reps will be available at most of our hotels on a rota’d basis. Days and time the rep will be at your hotel will be available in the hotel reception or in your booking information.
Can I book excursions at the hotel?
Yes, our Holiday Reps will be able to book excursions for you.
The room provided is different to what I booked?
We would ask you to speak to the hotel directly first to see if the hotel is able to resolve the issue for you. If the hotel is unable to provide a suitable solution or alternative, please contact your Holiday Rep. If your Holiday Rep is not available please contact our Customer Relations Team between 7am – 10pm for further assistance.
Special Requests are not guaranteed, we will note your request but this is not an assurance.
The hotel looks different to the website?
In some instances, hotel décor or appearance may change depending on renovations and maintenance. We do our best to ensure the pictures on the website capture as much of the hotel as possible, that they are as up to date as possible and show a true reflection of the hotel. Please contact your Holiday Rep or our Customer Relations Team for further assistance.
The hotel is not up to the standard I expected?
We would ask customers to speak to the hotel directly first to see if the hotel is able to resolve the issue for you. If the hotel is unable to provide a suitable solution or alternative, please contact your Holiday Rep or our Customer Relations Team for further assistance.
Does the hotel cater for my dietary requirements?
Our hotels can cover a wide variety of dietary requirements, but we would suggest checking this on the hotel’s website. Additionally, you can note your requirements as a special request when completing your booking.
What should I do in case of emergency?
Please speak to your Holiday Rep or hotel staff regarding the hotel evacuation procedure, if you require emergency services the hotel will be able to assist you. If you require any other assistance, please speak to your Holiday Rep. If your Holiday Rep is not available please contact our Customer Relations Team between the hours of 7am -10pm.
What is the local currency?
All currency information is available on our website and included in your booking information.
Can I exchange GBP for local currency at the hotel?
Some hotels will offer a currency exchange service, please check with your hotel and your booking information to see if your hotel offers this service.
Can I pay via debit/credit card at the hotel?
Most hotels allow you to pay by debit/credit card, please check with your hotel and your booking information to see if your hotel offers this service.